Home › Year at a glance › Performance indicators

Performance indicators

Performance indicators focus effort, communicate our priorities and benchmark TD’s performance as we strive to be The Better Bank. The following table highlights our performance against these indicators.

2013 performance indicators	Results¹
Financial
Deliver above-peer-average total shareholder return² Grow earnings per share (EPS) by 7 to 10 % Deliver above-peer-average return on risk-weighted assets	22.3% vs. Canadian peer average of 24.2% 0.4% EPS growth (growth of 6.5% excluding Q3/13 Insurance charges) 2.50% (2.66% excluding Q3/13 insurance charges) vs. Canadian peer average of 2.40%³
Business operations
Grow revenue faster than expenses Invest in core businesses to enhance customer experience	Total revenue growth of 5.9% vs. total expense growth of 9.1%.⁴ Refer to “Business Segment Analysis” in the 2013 MD&A for details
Customer
Improve Customer Experience Index (CEI)⁵ scores Invest in core businesses to enhance customer experience	CEI score 32.0% (target 32.6%) Refer to “Business Segment Analysis” in the 2013 MD&A for details
Employee
Improve employee engagement score year-over-year Enhance the employee experience by: Listening to our employees Building employment diversity Providing a healthy, safe and flexible work environment Providing competitive pay, benefits and performancebased compensation Investing in training and development	Employee engagement score⁶ was 4.17 in fall 2013 vs. 4.16 in fall 2012 See TD’s 2013 Corporate Responsibility Report available April 2014
Community
Donate minimum of 1% of domestic pre-tax profits (five-year average) to charitable and not-for-profit organizations Make positive contributions by: Supporting employees’ community involvement and fundraising efforts Supporting advancements in our areas of focus, which include education and financial literacy, creating opportunities for young people, creating opportunities for affordable housing and the environment Protecting and preserving the environment	1.3%⁷ or $50.9 million, in donations and community sponsorships in Canada vs. 1.3% or $45.3 million, in 2012 US$22.89 million in donations and community sponsorships in the U.S. vs. US$19.54 million in 2012 £54,929 in donations and community sponsorships in the U.K. vs. £64,023 in 2012 $317,500 in domestic employee volunteer grants to 510 different organizations $28.6 million, or 56.3% of our community giving, was directed to promote our areas of focus domestically $4.4 million distributed to 937 community environmental projects through TD Friends of the Environment Foundation; an additional $7.4 million from TD‘s community giving budget was used to support environmental projects

¹ Performance indicators that include an earnings component are based on TD’s full-year adjusted results (except as noted). Effective November 1, 2011, The Toronto-Dominion Bank (the Bank or TD) prepares its consolidated financial statements in accordance with International Financial Reporting Standards (IFRS), the current generally accepted accounting principles (GAAP), and refers to results prepared in accordance with IFRS as the ”reported” results. The Bank also utilizes non-GAAP financial measures to arrive at "adjusted" results (i.e. reported results excluding “items of note”, net of income taxes) to assess each of its businesses and measure overall Bank performance. See “How the Bank Reports” in the accompanying Management’s Discussion and Analysis (MD&A) for further explanation, a list of the items of note and a reconciliation of non-GAAP financial measures. The Bank’s financial results for fiscal 2011 have been presented in accordance with IFRS for comparative purposes in the Bank’s 2013 Annual Consolidated Financial Statements and MD&A (unless otherwise noted). For peers, earnings have been adjusted on a comparable basis to exclude identified non-underlying items.

² Total shareholder return is measured on a one-year basis from November 1, 2012, to October 31, 2013.

³ Return on risk-weighted assets measured year-to-date as at October 31, 2013, for comparison purposes. TD’s return on risk-weighted assets for 2013 was 2.50% (2.66% excluding Q3/13 Insurance charges).

⁴ Effective 2013, Insurance revenue and Insurance claims and related expenses are presented on a gross basis. Comparative amounts have been restated to conform with the current presentation.

⁵ CEI is a measurement program that tracks TD customers’ loyalty and advocacy.

⁶ Scale for employee engagement score is from one to five.

⁷ Calculated based on Canadian cash donations/five-year rolling average domestic net income before tax.